Job description - quality assurance specialist (042ru)
quality assurance specialist
at percepta, we bring first-class service across each market we support.
as a quality specialist working on-site in mexico city, you'll be a part of creating and delivering amazing customer experiences, while also enjoying the satisfaction of being part of a unique culture.
the quality specialist is responsible for monitoring and evaluating.
this includes monitoring interactions with customers, coaching (if applicable for program), and tracking the measurable delivery of quality service and care to ensure client and program standards are maintained or exceeded.
also, supporting academy bay, meeting attendance (as needed), meeting/exceeding the monthly expectation for operations support and special assignments as assigned, while also maintaining an expected level of calibration with regards to production.
during a typical day, you'll promote teamwork and help develop a program culture within the department and throughout the program that is founded upon exceptional customer serviceactively work towards qa department goals and implementation of processesparticipate in calibration sessions and meetings with training and operationsprepare performance evaluations of the representatives and interactions with customers to help the employees get a better sense of their strengths and opportunities for developmentevaluate performance per standards and with the intent of helping our representativessuggest improvements to improve the customer experiencemonitor live and/or recorded agent interactions with customers to ensure adherence to client and percepta standardsconduct 1-1 coaching sessions with representatives to deliver feedback, if applicablecomplete special projects and developmental opportunities for assigned programsparticipate in any operational recurrent training and departmental meetings to stay abreast of changes within the programquality specialist will be scheduled to support operations each month.
responsibilities could include, but are not limited to:contact handling timesubject matter expert duties (operational and training)recurrent training facilitatorspecial assignments as assignedprovide suggestions and recommendations for processes as neededassist with the implementation of process changesactively involved in own professional development, making suggestions and completing developmental opportunities as assignedwhat you bring to the role high school diploma or equivalent required.
associate degree preferred.minimum 1-year experience of public relations, public affairs, sales, marketing, or customer service experience.1 year of work within the automotive industry is preferredquality assurance experience preferreddata entry and proofreading skills requiredoral, written, and interpersonal communication skillsproblem-solving skillsworking knowledge of microsoft applications (windows, outlook word, excel and powerpoint)able to work a flexible schedule to include extended evening and weekend hours as needed on a limited basisability to interact effectively with all levels of employees and managementproven ability to perform in a fast-paced environmentexecution in quality actions and strategiesmaintain a positive work environment that fosters team performance and supports the culture and values of the organizationwhat you can expect starting monthly salary of 18,931 pesosannual vacation time (16 days)vacation bonus 25% 1st year, 50% 2nd yearchristmas bonus (15 days)grocery cardrestaurant card (after 90 days in the company)savings fund 13%life insurancemedical insurancetraining and development programs (percepta college)about percepta established in 2000 as a joint venture with ttec, percepta has contact centers across the globe that proudly deliver a frictionless customer experience to our clients.
our values are the heartbeat of our organization, and we live, breathe, and play by them every day.
as a percepta team member, you can expect:
culture of service – to be treated like you are the customer from day oneteamwork– belonging to a supportive family team environment that encourages growth, fosters trust, open communication, and acknowledges the value of your contributionsrespect– a team that is accountable, dependable, and gives you their full attentionproactive– to surround yourself with solution-oriented people who strive to improve themselves, others, and the organizationcareer growth – lots of learning opportunities for aspiring mindsdiversity – be a part of our growing diverse and community-minded organization that is all about having funcompetitive compensation – we take care of family, which is why we offer more than just competitive wages and great benefits.
our programs offer incentives and promote physical, mental, and financial wellness
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